Assistant Guest Services Manager / Guest Services Manager

Assistant Or Manager Of Guest Services

The Harborside Inn is seeking an Assistant or Manager of Guest Services to join our team. The title and level of responsibility will depend on the candidate's experience.

This is a seasonal, salaried position (March through November) located on Martha's Vineyard, Massachusetts. Subsidized housing is available.

Located on the harbor in the heart of Edgartown, the Harborside Inn is Martha's Vineyard's premier waterfront resort. With 90 guest rooms and luxury hotel amenities, it is the perfect place to vacation in the heart of Edgartown with all the galleries, dining, shops, and nightlife the town has to offer.

Anticipated Start & End Date: The position starts as soon as possible. Our season ends in November.

Anticipated Compensation: The pay range for the position starts at $60,000 - $70,000 per year and is flexible depending on experience.

Position Description: The Assistant / Manager of Guest Services is responsible for delivering an exceptional guest experience from arrival through departure. This is a highly guest-facing role focused on front desk operations and service excellence.

Operationally Related:

• Providing outstanding, personalized service to all guests
• Performing the roles of front desk, bell, and/or pool (as needed and assigned)
• Encouraging guests to fill out surveys
• Supervising and supporting teams assigned (front desk, pool attendants, and/or bell)
• Helping the bell team with guests' luggage and maintaining the guest parking lot.
• Creating schedules and managing daily staffing needs
• Training the team and ensuring guest service standards are practiced.
• Communicating with other teams/departments to ensure the operation runs smoothly.
• Responding to guest inquiries, concerns, and special requests promptly and professionally
• Maintaining working knowledge of the property management system and ensuring team members are trained in it.

Guest Service Related:

• Providing guests with exceptional service and helping to ensure the team does the same.
• Resolving guest concerns and accommodating special requests as applicable.
• Ensuring self and others on the team have current knowledge of property products, services, events, guidelines, and local activities.

Leadership Related:

• Leading in a way that others want to willingly follow. This typically includes establishing rapport, gaining trust through active listening, setting clear expectations, and promoting a positive culture.
• Assisting with staff-related responsibilities include interviewing, hiring, and training; planning, assigning, and directing work; completing new hire paperwork; processing time sheets; appraising performance; rewarding and correcting team members; addressing concerns; coaching and mentoring, etc.
• Encouraging teamwork within diverse groups.
• Establishing a culture of continuous improvement and growth.

It Also Involves:

• Arriving to work as anticipated and following the property's attendance guidelines and ensuring the team does the same.
• Attending meetings and trainings as needed.
• Ensuring safety guidelines as well as compliance requirements are met by self and team.
• Assisting in other areas as needed.

Qualifications:

• All of our team members are passionate about guest service and helping others. They initiate conversations, anticipate the needs of others, and interact with others in a courteous and efficient manner. They love being a team player and are detail-oriented as well as flexible/adaptable. They can work a flexible work week, including nights, weekends, and holidays. They understand that maintaining confidentiality (where appropriate) is important. This position works both indoors and outdoors and involves lifting and carrying items up to 25 pounds at times.

Education/Experience:

• 1-3 years of previous relevant experience is preferred.
• Previous leadership and/or management experience helpful (not required).
• Knowledge of property management software and Microsoft Office is helpful.

Certifications:

• Certified in First Aid and CPR (or ability to obtain at the company's expense).

Knowledge, Skills, and Abilities:

• Ability to implement leadership and guest service best practices
• Initiating conversations with others and anticipating their needs and wants
• Ability to teach, coach, and mentor others and to lead a team
• Conflict resolutions
• Ability to work independently as well as part of a team
• Detail-orientation
• Organizational skills

The Harborside Inn is an Equal Employment Opportunity Employer and values the diversity of its staff and applicants.